Over the last several years, many organizations have migrated their contact center services to
the cloud. A cloud contact center allows the flexibility of making interactions from virtually
anywhere, as they are no longer bound by physical office locations.
However, the transition to the cloud has also created several unique challenges that make it
difficult for businesses to create quality customer interactions. High churn rates, decreased
visibility, and longer incident response times are only several of the difficulties that your cloud
contact center may encounter. In this blog, we’ll go over several common cloud contact center
challenges , and how automated monitoring tools can help you deliver excellent CX.
Agent Productivity & Retention
With the rise of remote work, retaining top agents has become difficult for many businesses.
Agents can now use their own devices to work for companies from around the world, while high
learning curves and monotonous tasks can result in a high agent turnover rate as they seek
employment elsewhere.
In addition, poor call quality and internet connections greatly limit the customer interactions that
your agents can have in a remote environment. When your cloud contact center suffers an
outage or a specific agent is unable to make necessary calls, it takes a longer length of time to
get their system up and running again. In these cases, your IT team must rely on your agent’s
insights to determine the root cause and a way to remediate the issue. Altogether, this greatly
reduces your agent’s productivity.
By contrast, an effective CX monitoring solution is able to automatically identify potential errors
and help your IT team determine the next steps to get your agents back online faster than ever.
Monitoring tools expediate the troubleshooting process when issues arise and perform
automatic tests to proactively discover breakpoints before your customers are impacted.
This also significantly reduces frustration for both your customers and agents. By implementing
continuous monitoring solutions, your agents don’t have to worry about experiencing a sudden
outage that leads to dissatisfied customers. Instead, they can focus on providing personable
interactions that lead to happy customers and higher performance, making your agent want to
stay with your company long-term.
Visibility & Control
Compared to on-site office locations, cloud contact centers also must overcome the challenges
of decreased visibility and control of CX performance. Without key insights into how well your
CX pathways are performing, from initial design through production and the live environments, it
can take a long time to identify potential issues. In these cases, teams may even be unaware of
significant defects until an agent reports an issue or a customer files a complaint.
Failing to identify issues prior to customer impact can have long-lasting implications for your
brand identity, business objectives, and customer loyalty. However, as cloud contact centers
become the new norm and remote work continues to persist, it’s critical to leverage tools
designed to help you gain control and gather insights into how well your CX is performing at all
times.
However, with the right continuous monitoring tools, you can gain key insights into how well
your CX is performing through every stage of the development lifecycle. The monitoring tools
can simulate real-world customer interactions, so that you can test your designs and identify
potential defects, without your customers experiencing any negative impact. You can assure
quality during development and updates and be the first to know if an issue arises in the live
environment.
Issue Detection & Resolution
As a result of a lack of visibility into a cloud contact center’s CX infrastructure, defects can
escape into production. Without a continuous monitoring solution, IT teams can be left unaware
of issues such as poor voice quality, downtime, and chatbot errors.
Even when the team identifies an issue, it can take hours to effectively troubleshoot and
determine the root cause of the problem. During this time, your customers will continue to
experience the issue, negatively impacting their interactions and leaving a poor taste in their
mouths. Without the visibility afforded in physical content center environments, your IT team will
have to rely on agent insights to begin rectifying these issues.
But, with the right continuous monitoring tools, your team can accelerate issue identification and
resolution processes. Real-time alerts allow your team to begin troubleshooting as soon as an
issue arises, and data-driven insights help cut down the time it takes to resolve the problem.
For example, Cyara’s chatbot testing solutions are designed to help businesses assure bot
quality by monitoring every stage of development. By leveraging Cyara’s AI chatbot testing
solutions, you can perform automated performance, load, and regression testing to ensure that
your bot is meeting your quality standards and performing exactly as designed. And, if there is
an issue, the chatbot testing services will send an automated alert so that your team has the
insights they need to begin troubleshooting right away.
Churn Rate
Whenever your customers encounter an issue during their CX journeys, it has a direct impact on
how your brand is perceived. In today’s competitive business landscape, it’s critical that your
customers are always meant to feel like they are your top priority. Dropped calls, downtime, and
poor call quality are all issues that can cause a dissatisfied customer to turn to one of your
competitors.
However, by continually monitoring your contact center’s performance, you can identify and fix
issues before your customers feel any negative impact. Automated load and performance
testing solutions, for example, can be used to frequently identify whether your infrastructure is
prepared to handle real-world interactions at scale. This is especially important during your
industry’s peak periods, when your business’ success rests on whether your CX is optimized to
handle heavy traffic.
By leveraging proactive monitoring tools, you can ensure that you’re consistently delivering
quality CX. In turn, this will help you differentiate your brand from the competition as one that your customers can rely on. By investing in improving journeys, proactive monitoring can help
you by increasing customer loyalty and repeat business.
With the rise of cloud contact centers over the past several years, it’s become more important
than ever for your business to invest in monitoring tools to combat the challenges that can
greatly impact your CX. Proactive monitoring tools allow you to take control of your CX
environment, gain visibility into every layer of your infrastructure, reduce churn, and improve
agent productivity. Altogether, this helps you to deliver excellent CX that will have your
customers coming back for more.
